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Purpose:
Systematization of the process of introduction of correcting and preventing actions
Sphere of application:
Limited Liability Company “Elena Shipping Agency”, users of services
References:
International Standard ISO 9001-2000;
Quality Management Regulations ŃĚĘ-001/2003.
Authorities and responsibility:
Director General – general responsibility, Quality Manager, secretary – procedure execution.
Procedure:
1. Registration and record of claims made by the clients, members of vessels crews, Company’s personnel and suppliers
1.1 Book for registration of nonconformities revealed during everyday activity is kept in Limited Liability Company “Elena Shipping Agency” with the purpose of fulfillment of requirements of Regulations CMK-001.
1.2 Upon receipt of a claim being made both in written or in oral form these claims are registered in the Book for subsequent analysis. Applications made in writing are filed in folders in accordance with nomenclature of actions
2. Analysis and correcting measures.
2.1 Immediately after registration of a claim Quality Manager makes analysis of a claim for determination of:
2.1.1 nonconformity of a service: work in the order set in Procedure of control over insufficient services is to be made for this claim.
2.1.2 nonconformity during main services and works: in this case after examination of the reasons of nonconformities correcting measures are to be made that should include two aspects:
a) elimination of nonconformity
b) elimination of reasons for repeating
3. Preventing actions
3.1 Quality Manager whose competence include taking necessary measures for elimination of potential nonconformities appearance takes measures concerning making of preventing measures.
3.2 Specially made Quality Plan, unplanned or intermediate analysis of Company’s Quality Management System as a whole or review of definite procedures and instructions may appear as preventing actions.
3.3 Quality Manager is responsible for informing administration about data concerning taken measures for its analysis.
Records and reports:
In Book for record and registration of claims and complaints, in correspondent files-folders in accordance with nomenclature of actions.
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2000 - 2010 Elena Shipping Agency Co. Ltd. All rights reserved. |
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